Location
London

Hours
Full Time (hours not specified)

Salary
Negotiable, dependent on experience, store size, complexity and location

About the Role
As a Customer Experience Manager at Sainsbury's, you will take responsibility for the overall customer experience across the store, from the checkout to back of house, ensuring we deliver on our customer commitments. You will manage the front-end checkout operation, ensuring all customers are served in line with our expectations. If your store has a petrol station, you will also manage its operations. People management is a key part of the role, including managing performance and capability, conducting disciplinaries, and ensuring scheduling and pay accuracy. At times, you may assume overall responsibility for running the store, providing direction and support to colleagues to deliver excellent customer service.

Our management teams are the driving force behind the business. With bold leadership, passion for service, and an eye for opportunity, you will empower teams to raise the bar every day for our customers. Whether it’s product availability, safety standards, or seamless daily operations, you will be a hands-on, sleeves-rolled-up changemaker. This role helps make work more rewarding for colleagues and shopping a next-level experience for every customer, bringing our purpose to life one powerful action at a time.

Working for us offers great rewards including a discount card, annual bonus scheme, free food and hot drinks, generous holiday entitlement, pension matching, share scheme, wellbeing support, colleague networks, Cycle to Work scheme, and special offers on gym memberships, restaurants, holidays, and retail vouchers. We are dedicated to being an inclusive retailer where every colleague can achieve their full potential and every customer feels welcome.

Experience
- Previous line management responsibilities in a fast-paced, operational environment.
- Proven track record of delivering exceptional customer experiences and coaching others to raise the bar.
- Leadership experience in a high-volume, fast-paced operational setting such as retail, food service, or hospitality.
- Experience managing complex people matters including performance, absence, and formal employee relations cases.
- Proven success in delivering against a wide range of KPIs including sales, stock availability, customer satisfaction, and colleague engagement.

About you
You are truly obsessed with customers and service, and you coach your team to do the same. You lead operations confidently and can manage the store in the absence of more senior management. You inspire others, drive high performance, and create a culture where colleagues thrive.

Qualifications
While specific qualifications are not detailed, leadership experience and a strong track record in customer-facing operational environments are essential. A positive attitude and commitment to delivering excellent customer service are key.